FAQs

1. Will the interpreter provide word for word conversion or the general meaning?
2. What are the main differences between interpreters and translators?
3. What is the difference between the three account types (Individual, Corporate, Corporate User)?
4. What are the basic features of each of the different account types?
5. Are calls recorded?
6. How will the interpreter know my primary language?
7. Can anyone use my account with my PIN (personal identification number)?
8. Will I be required to enter my PIN each time I call the interpreter?
9. I have set up my account with my telephone number as my PIN but when I call, the system requests my PIN.  I thought my phone number would be recognized by your system and I would not be required to enter a PIN.
10. How Many PIN Numbers May I Use?
11. Will my PINs expire?
12. How can I change my PIN number?
13. How can I cancel my account?
14. How do I change the credit card on my account?
15. Do you have a contact phone number or customer service phone number?
16. What type of Spanish do your agents speak? Latin or European?
17. What kinds of things do you provide Interpreter Service for?
18. Can I utilize the same interpreter as I did before?
19. Can I pick-up where I left off on my previous conference?
20. How many parties can the Interpreter Bridge (or conference) into a call?
21. Is this service intended to be used for technical or legal purposes?
22. What credit cards are accepted by the service?
23. When will my credit card be charged for the service?
24. How will Interpreter Service charges show up on my CC bill?
25. What if I need to make a call to a Spanish-speaking country?
26. If I have the interpreter place an international call – how can I find out how much it will cost per minute? 
27. When making an International Call, can the Interpreter drop out of the call when I reach an English Speaker?
28. When do charges begin for the Interpreter Services?
29. Can I call the Toll Free 800 number from anywhere in the world?
30. What are your Customer Service hours?

1. Will the interpreter provide word for word conversion or the general meaning?

• General Meaning.
• The interpreter will listen to a speaker, and convey the meaning of the conversation to the other speaker.

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2. What are the main differences between interpreters and translators?

• Interpreters – assist speakers with the spoken word.
• Translators – work with written documents.

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3. What is the difference between the three account types (Individual, Corporate, Corporate User)?

• The primary difference is that the Corporate Account allows a company or organization the ability to group their user accounts under one parent account. The Individual Account is stand-alone, not related to any other user accounts. See FAQ #4 for more on each account type.

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4. What are the basic features of each of the different account types?

• Common Features (Individual, Corporate, and Corporate User)
  • Personal Interpretation via 800# for only $0.75/minute.
  • No monthly fees, pay only for what you use.
  • Available 24/7 with no need to schedule in advance.
  • Requires an Individual User or Corporate User accoun

• Individual User
  • Stand-alone account
  • For general Interpreter use
  • Assign your identifying PIN(s) to your personal accoun

• Corporate Account
  • Parent account used for administering many Corporate Users
  • No PINs applied to this parent account

• Corporate User
  • Child account linked to the Corporate Account for a company or organization
  • For general Interpreter use
  • Assign your identifying PIN(s) to your personal account

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5. Are calls recorded?

• Calls are recorded for Interpreter Training purposes. 
• However, they are private and secure.

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6. How will the interpreter know my primary language?

• When you initially set up your account, you will be asked your primary language. 
• The Interpreter will see your primary language when you call.

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7. Can anyone use my account with my PIN (personal identification number)?

• Only if you use your telephone number as your PIN and they call from that number.  If someone tries to use your PIN from a telephone number that is not assigned to your PIN, then our Interpreter will ask your security question before performing services.
• In addition, our system will not accept duplicate PINs.  Therefore, your PIN is unique and is associated with your credit card when you set up your account.
• Please do keep your PINs private since any call associated with one of your PINs will be charged to your credit card.

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8. Will I be required to enter my PIN each time I call the interpreter?

• If you are calling from a phone number that you have used as a PIN – NO.  Our call platform will recognize your phone number as a valid PIN and take you directly to an Interpreter.

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9. I have set up my account with my telephone number as my PIN but when I call, the system requests my PIN.  I thought my phone number would be recognized by your system and I would not be required to enter a PIN.

• You are correct; our call processing is designed to recognize your phone number (assuming you set it up in registration) as your personal identification number (PIN).
• However, there are some instances where your phone number is not received by our system.  Some examples are:
  • You have caller ID blocked on your phone line.  In which case your phone carrier does not send your phone number with the call.  Therefore, your caller ID is not recognized so you are asked for your PIN number.
  • If you're phone carrier utilizes VoIP (voice over Internet protocol), sometimes your phone number is not sent with the call.

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10. How Many PIN Numbers May I Use?

• We allow you to have up to five (5) PIN numbers set up on your account.
• We encourage you to use phone numbers that you expect to call from when using the interpreter service.
• Our system will identify the phone number you are calling from as a valid PIN number, and take you straight to an interpreter – saving you the time of entering your PIN number.

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11. Will my PINs expire?

• No.
• Your account will remain active until your credit card on account is no longer valid (expiration date, etc) or you log on the Interpreter web page and cancel your service.
• In addition, in the event that someone else requests to use one of the PINs that you've selected, they would not be allowed to as this would create a conflict.

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12. How can I change my PIN number?

• Using your web browser, go to www.centrisinterpreter.com
• Choose “Login” and enter your credentials.
• Use the Account Management page to perform your change.

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13. How can I cancel my account?

• Using your web browser, go to www.centrisinterpreter.com
• Choose “Login” and enter your credentials.
• Use the Account Management page to perform your change.

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14. How do I change the credit card on my account?

• Using your web browser, go to www.centrisinterpreter.com
• Choose “Login” and enter your credentials.
• Use the Account Management page to perform your change.

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15. Do you have a contact phone number or customer service phone number?

• Yes.
• To contact Customer Service dial - 800.799.3955

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16. What type of Spanish do your agents speak? Latin or European?

• Latin. Our agents are based in Mexico.

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17. What kinds of things do you provide Interpreter Service for?

• Any two-party communication between an English speaker and a Spanish speaker.
• Examples:
  • A receptionist (English speaker) receives a call from a Spanish-speaking customer.  The receptionist utilizes a Spanish phrase "please hold for one minute" and conferences in the interpreter.
  • An English-speaking businessman wishes to make a call to a Spanish-speaking country.  He calls the interpreter service, provides the destination phone number, the interpreter places the call and facilitates the communication as long as needed

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18. Can I utilize the same interpreter as I did before?

• Most likely not. 
• Centris provides our On Demand Interpreter service 24 hours a day / 7 days per week.

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19. Can I pick-up where I left off on my previous conference?

• No, each call is treated as an independent call.

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20. How many parties can the Interpreter Bridge (or conference) into a call?

• Currently, we allow 2 parties. 
• When you call the interpreter, you may request that they call a phone number in the U.S. (except Alaska and Hawaii), at no additional charge. 
• The Interpreter will bridge in the party you wish to speak with.
• International locations can also be called, for an additional charge minute.  Generally the cost for international long-distance is $.05 to $.10 per minute -- depending on the destination.

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21. Is this service intended to be used for technical or legal purposes?

• This service is intended for General Interpreter services.  Our agents will interpret on a “best effort” basis. 

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22. What credit cards are accepted by the service?

• Centris accepts the following credit cards:
  • Visa
  • MasterCard
  • American Express
  • Discover
  • Diners Club
  • JCB

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23. When will my credit card be charged for the service?

• Your credit card will be charged on the same day you make your call.
• You are only charged for the service you use.  There are no monthly fees.

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24. How will Interpreter Service charges show up on my CC bill?

• The charge on your bill will be shown as “CENTRIS INFORMATION SERV 903-3234500 TX”.

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25. What if I need to make a call to a Spanish-speaking country?

• The interpreter can do this on your behalf.
• You simply dial the toll free 800 number (800.799.1008) and provide the interpreter the destination phone number, the name of the person you wish to speak to and the general topic.
• The interpreter will navigate through IVRs or answering services in that country until you reach your party.
  • You will be charged for long-distance in this scenario. The cost for international long-distance is 5 cents per minute for calls to land-lines and 15 cents per minute for calls to cell phones (except to Cuba). For example, if you ask our interpreter to call a Mexico land-line, you will be charged for $0.75 / minute for the interpreter plus $0.05/minute for long distance to Mexico.
  • After you provide the destination phone number, the interpreter can provide the additional cost / minute.

26. If I have the interpreter place an international call – how can I find out how much it will cost per minute? 

• After you provide the destination phone number, the interpreter can provide the additional cost / minute.
• The international long-distance charges are calculated using the following rates:

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27. When making an International Call, can the Interpreter drop out of the call when I reach an English Speaker?

• No.  The interpreter must stay on the line during the call.
• You may exchange contact information with the other party so that you can get back in touch after the interpreter call.

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28. When do charges begin for the Interpreter Services?

• Charges begin when you start speaking with the Interpreter.

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29. Can I call the Toll Free 800 number from anywhere in the world?

• No.
• The Toll free number is limited to the United States (excluding Hawaii and Alaska) and Canada.

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30. What are your Customer Service hours?

• Monday through Friday, 8:00 a.m. until 6:00 p.m. Central time.
• You may contact a Customer Service representative via our online contact form or by phone at 800-799-3955.

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Questions?
Click here to contact us
or call 1-800-799-3955.